What are the responsibilities and job description for the IT Helpdesk Support Technician (On-Site, Del Mar) position at BCS365?
Job Description
Job Description
This is a full-time, direct hire position.
Schedule : Monday-Friday, 8 : 00 AM-5 : 00 PM (PST).
Must be flexible to go on-site regularly.
The pay for this position will range from 55,000-70,000 per year, depending on experience and qualifications.
The primary responsibilities for this position are handling second level support in Managed Services team. Respond, troubleshoot and generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Voice, Data, Video, Wireless, Cloud, and Security.
Essential Duties and Responsibilities
- Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7 ), MAC (OS X) and peripherals.
- Responsible for technical break / fix support for all Information Technology Support (ITS) systems currently deployed in production.
- Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
- Responsible for administration, maintenance and second level support of back-end global ITS systems.
- Identification of opportunities for continuous improvement (upgrades, security and update patches, etc.) of systems in production.
- Communication with customers as required : keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA.
- Escalate client support cases to appropriate resource following the escalation process and procedures.
- Work with Dispatchers and Team Leads to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
- Data entry may be required for new and active clients on Ticketing system.
- Responsible for entering time and all work with proper updates in Ticketing system as it occurs.
- Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service).
- Onsite work at client locations will be required as needed.
- On-call rotation.
- Other duties as assigned.
Customer Focus
Required Professional IT Certifications and Experience
Decision making and Self-Management
Troubleshooting
BCS365 is an Equal Opportunity Employer. We consider applicants for all positions without discrimination based on race, color, religion, creed, gender, national origin, sexual orientation, age marital or veteran status, disability, or any other legally protected status.
Please Note : BCS365 participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
